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About Company:
From Accounting Software to Global Service ERP, gain complete insight and unprecedented visibility into your business processes
Job Profile: Customer Support Analyst
Degree Required: Any Degree
Experience Required: 0 – 2 Years
CTC: Best in Industry
Work Location: Bangalore
GENERAL JOB SUMMARY
- The role entails supporting a Discrete Manufacturing ERP application with added customizations to suit each customer’s operational requirements.
- You will be interacting with large corporations using various tools to troubleshoot and resolve complex application issues. Managing customer expectations and foster positive business relationships with all customers.
- With the demands and nature of the Manufacturing industry, this is the perfect role for an application support who is able to handle working within a busy and fast-paced environment, and work under pressure where there are multiple critical incidents occurring.
- Due to the nature of our product portfolio, you will gain exposure to multiple technologies and platforms and become a product expert.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Troubleshoot the customer issue related to Various Module in an ERP application.
- Troubleshoot and identify causes of customer problems using a variety of internal tools.
- Take ownership of and follow through with all priority customer incidents.
- Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
- Clearly and concisely, document all customer interaction and all steps taken to resolve incidents.
- Work with R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
- Participate in system and release testing and QA as needed.
- Determine when issues need to be escalated.
- Attend training sessions offered and use self-study tools; assist with peer training as needed.
- Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
- Create KB articles and documents to be published and shared both internally and with the customer base.
- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
- Recommend improvements in Customer Solutions policies and procedures.
- Understand the customer, their situation, and be able to tailor communications accordingly. Be flexible enough to empathize with the customer.
- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
Knowledge, Skills and Abilities·
- Communication, ERP Preferable, SQL Basics
- Required to work in UK Shift
Apply Before the link Expires for Aptean Off Campus Drive 2024.
Apply Link- Click Here to Apply for Aptean Off Campus Drive 2024
Note: Shortlisted candidates will receive an email/call for the further interview process.